FAQ
Frequently Asked Questions
Return Policy
Due to the perishable nature of our food items, Shatila Food Products does not accept returns.
There are no returns or exchanges.
Shatila is not responsible for delays in delivery times due to Carrier Delays or weather delays or incorrect or incomplete addresses.
How Can I Place An Order?
You can place a shipping order either by calling our Customer Service Department directly at (313) 934-1520, by e-mailing us at info@shatila.com, or by visiting our website at www.shatila.com.
To order online, simply go to our Order Online section, choose whichever products you would like, and click add to cart. Once the products are in the cart, you can choose whom the order is being shipped to. Please make sure that the shipping address is correct and complete as FedEx charges customers a $12 fee for incorrect addresses.
What Are Your Office Hours?
Our Office Hours are Monday through Friday, 8 a.m. until 4 p.m. Eastern Time. If you call after we are closed, please feel free to leave us a voicemail message.
How does Shipping Work?
Once you place your order online or on the phone, we will prepare and ship the order out for you the next business day. Please note that Saturday and Sunday are not business days.
If you place your order on a Friday, the order will ship out on Monday, which is the next business day. This is also true for Overnight orders. Placing an order for Overnight shipping on Friday means it will be shipped out on Monday, to receive on Tuesday.
Once your order is placed and we ship the package out, we will e-mail you a FedEx tracking number to track your package. Please note that FedEx does not ship on Saturdays and Sundays.
Where Can I Ship?
We ship nationwide and worldwide. Nationwide shipping is available by either calling our office at (313) 934-1520, or by placing the order through our website and selecting the state to ship to.
How Do I Ship Internationally?
For international shipping, please either e-mail us with the product you are interested in and the shipping address to info@shatila.com, or call us at (313) 934-1520.
When Will My Order Ship?
Your order will ship out the next business day from when it was placed. For example, placing an order on Monday means that we will prepare and ship the order out for you on Tuesday. Please note that during the holiday season when we have large shipping volumes, it may take us two business days to prepare and ship the order out. If this happens, we will have an update on the website for all of our customers.
What Are Your Business Days?
Our business days are Monday through Friday. Please note that when you place an order, we ship products out the next business day. We do NOT ship products out on Saturday or Sunday.
Can I Expedite My Order?
Yes, we have several options for expediting orders. You can always upgrade your order to 2-Day Shipping, Standard Overnight, or Priority Overnight.
2-Day Express Shipping means that, once you place your order and we ship it out, the package will arrive within 2 business days. For example, if you place a 2-Day shipping order on Monday, we will ship the order out on Tuesday, and it will arrive on Thursday. If you place the order on a Friday, we will ship the order out on the next business day, which is Monday, and it will arrive on Wednesday. If you place the order Thursday, we will ship the order out on Friday, and it will arrive on Tuesday. Please plan accordingly if you choose to expedite your order. Saturday and Sunday are not business days.
Overnight Shipping means that, once you place your order and we ship it out, the package will arrive within 1 business day. Please note that Saturday is not a business day. For example, if you place the order on Monday, we will ship the order out on Tuesday, and it will arrive on Wednesday. If you place the order on a Friday, we will ship the order out on the next business day, which is Monday, and it will arrive on Tuesday. If you place the order Thursday, we will ship the order out on Friday, and it will arrive on Monday. Please plan accordingly if you choose to expedite your order. Saturday and Sunday are not business days.
Overnight Priority means that, once you place your order and we ship it out, the package will arrive within 1 business day before 12:00 Noon. Please note that if you place the order on a Thursday, the order will ship out on Friday, and it will arrive on Saturday with an additional charge. **Please call us for any questions regarding Overnight Priority shipping.
Can I Modify My Shipping Method If I Currently Placed An Order?
If you placed an order online or over the phone and want to change your shipping method, please call us right away within the same day the order was placed. We will do our best to help you, but we cannot guarantee that the order has not yet shipped. Once the order is shipped out, we can no longer change the shipping method with FedEx.
Why is my Product Shipping Overnight Automatically?
To guarantee freshness and prevent spoilage, we automatically ship certain items on our website Overnight. These items contain cheese or cream and cannot be shipped ground, or they will spoil. Items such as Ice Cream, Kaake, Knafeh, Katayef, Chocolate, all kashta and cheese-containing products are shipped overnight.
Because of this, you may have two items in your shopping cart with different shipping methods. This is normal and done to ensure the perishable products arrive in good condition. Other items, such as Baklawa, Cookies, and Maamoul, can be shipped Ground or 2-Day Express. This is because they do not contain cream or cheese and will remain fresh in longer transit times.
Why is my Shipping Charge So High?
2-Day Express and Overnight shipping is higher than average due to the fact that they are both expedited and products are specially packaged to maintain freshness. All cream and cheese products shipped overnight are packaged in dry ice so that they do not melt or spoil.
Can I Get A Refund or Exchange?
Once a customer's package arrives, the customer has 48 hours to call us with any complaints about the product. After having the product in your possession for 48 hours, we cannot guarantee that we will issue you a refund or exchange. It is the customer's responsibility to refer to the shelf life on our boxes and store products accordingly. Upon receiving them, Overnight items should ALWAYS be immediately refrigerated or frozen.
My order is damaged! What do I do?
For damaged orders, please call us at (313) 934-1520. Most likely, your package was damaged in transit via FedEx shipping. If we establish that the product was indeed damaged in transit, we will file a damage claim and reship you a replacement tray.
Is Syrup Packaged with Knafeh? What about Kaake?
Syrup is sold separately from Knafeh, Katayef, Karabeej, and all other items. This is because they must be packaged separately and many customers do not want the automatic addition of syrup in their order. To order syrup, please refer to the Flavors section. The syrup is packaged in separate bottles.
Kaake is also sold separately. Please order kaake as an addition to your order under the Knafeh & Katayef section.
- All Orders placed will be Shipped Out next business Day
- Business Days are Monday - Friday
- Saturday and Sunday are not working days therefore FedEx does Not pick up or deliver.
